Trainline Reviews

Name: Trainline
Rating: 1.19

1.2 Rating 565 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 565 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Trainline 1 star review on 22nd October 2024

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“This is a rip off if you have to cancel the trip for some reason all you get is 6£ when youve paid 30£ it's a massive rip off”

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Posted 2 years ago

“Trainline says trains are running. So I go to my nearest station. It’s closed for the long weekend”

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Posted 2 years ago

“Stay away !!!!!!! they charged my card and the tickets non existed !!! Fully unreliable !!”

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Posted 2 years ago

“Your website is the clumsiest I have ever used! I will never again buy tickets thru you! The stress I have been caused trying to negotiate, buying 1st ticket and asking for seat reservation only for my money to be grabbed for ticket without reservation! Appalling service, impossible to change, and no one to talk to.”

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Posted 2 years ago

“I had tickets booked was unable to travel because of lockdown. I have been trying to get a refund for 5 months now and 5 phone calls to the “help” line lots of sorry madam and promises of the refund but money has not arrived Disgusting liars and not to be trusted 300 negative post here just about sums this lot up”

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Posted 2 years ago

“Beware! The Trainline is selling advance tickets for trains that do not exist. I had booked advance tickets via The Trainline only to arrive at the station and find that my train did not exist. When I asked the staff at the station what was going on, they rolled their eyes and told me that that train had not been running for ages and The Trainline had been told to stop selling tickets but still continues to do so. This left me in a right mess as this as this was a connecting journey to enable me to catch another train. As a result I had to abandon my whole journey as I was not going to be able to get to the other station in time. This meant I had to spend extortionate amount on another ticket there and then. Had I have know my train was not running I could have at least had time to try and get another advance ticket and had more time to re-plan my journey. On contacting The trainline they refused to admit that they knew that the train did not exist and continued to state that it had just been cancelled. They blamed the train company and told me to take it up with them. On contacting the train company (who were very helpful), they told me that the train I had been sold a ticket for had not been running for a while. It was abandoned (temporarily but with no current plans to reinstate it) as part of timetable revisions to accommodate staff shortages due to Covid. These revisions are made known to The Trainline at the time and they are told by the train companies that they should not be selling tickets. In addition to this the train company sends weekly information to The Trainline confirming what services will not be running that week. Therefore, not only should The Trainline never have sold the ticket in the first place, they would have also known a week in advance that my train definitely should not have been running and therefore should have given me at least a few days notice. Despite me repeating all this to The Trainline's customer services, they still continue to deny that they know they shouldn't be selling tickets and don't acknowledge what the train company has said about the revised timetables. I can only conclude that this is pure dishonesty and I will never, ever use this company again. How can you when you cannot trust that any train ticket you buy from them will be valid?”

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Posted 2 years ago

“I had two tickets, however I had to change the times. This meant a different price. No problem. Cancel the tickets and buy more. So got an email about the refund, bought more tickets and sent the original tickets to Edinburgh. So far so good. My refund was less than half the email promise. Despite repeated calls they will not entertain the idea that a mistake has been made by them. I have no evidence of what was in the envelope that I returned. I have no idea how this is possible without going to a legal professional. Do not trust Trainline. It seems that they feel able make promises, but not keep them.”

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Posted 2 years ago

“I booked my train tickets for the 25th of March just a few minutes before the train was departing. It was urgent for me due to some personal problems, and hence I had booked them in rush. But I couldn't reach the station on time and missed my train. I contacted customer support to check if I could take the next train while trying to explain my situation to them. They were not helpful at all. One of the staff members put me on hold for approx 15 minutes saying that he would get back to me but he didn't. The next time a lady from the staff gave me another phone number saying that they would be able to support me. When I contacted that number, I realized it was the same phone number I had contacted. In short, I was unable to travel that night, and consequently, not only my money was wasted but also my time plus the inconvenience it caused me. Finally, they did not refund or change my ticket saying that I should’ve contacted them before departure. I kept saying that it was urgent in my case and was booked just a few minutes before the train was departing. This could happen to anyone and they should not have to pay for a journey they never took. But it was entirely ignored. I travel frequently, but I can not trust this company anymore and won't book my tickets via this company in the future.”

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Posted 2 years ago

“ShaMbolic, well, in fact, non existent customer service Buy direct from train companies will save time and money”

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Posted 2 years ago

“Train line only trive making people go around the circle and enjoy controlling them like a sheep specially the one do not know anything about them. I bought a first class ticket to go from a to b. I checked I did not have to walk alot but they did not give me what I paid for. They said you have only one chang but after change they do not have a train for my destination and try to use undergrand and overgrand. Their staff enjoy watching you to go around. Their motivation is not just money. Their motivation is to control you like a sheep. Shameless companies.”

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Posted 2 years ago

“i had to cancel a ticket due to my friend testing positive for covid. I could not cancel online as I was not registered. I could not contact the company any way except using the line costing £3.60 PER MINUTE. Sadly I did this and, after £5 cancellation fees am about £18 out of pocket. Emailed the CEO and was ignored. How can these costs be justified other than by blatant profiteering.”

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Posted 2 years ago

“My train was cancelled due to hurricane. I asked for a refund, then I received a confirmation that my refund was granted and that I would receive it within 5 working days. It's been over a month and I still haven't received any money. I don't recommend.”

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Posted 2 years ago

“Scam - was sent a direct link to refund ticket after train was cancelled and then account shows refund refused because train has departed ( it never ran ) ? Obviously they are falsifying information to hold on to the payment. Oh well I've exhausted their process, time to report an unauthorised transaction on my CC.”

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Posted 2 years ago

“BAD EXPERIENCE- The Trainline do not refund tickets despite sending confirmation emails confirming they will. We had to cancel tickets to Liverpool due to an unexpected death in the family and despite sending back the paper tickets and two covering letters we are still waiting. Over £200 wasted! We will be buying direct in future.”

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Posted 2 years ago

“Do not trust this company. I booked a train ticket from Mayrhofen to Wien and, 1 day prior my departure, when I tried to generate my tickets, there was an error. After contacting customer support, they told me I cannot generate the tickets because my booking has been cancelled. They did not further explained to me the reasons, I did not receive any email for a cancellation, the only email I have from them is the confirmation email. After I wanted an explanation and refund, they stopped answering me. I bought new tickets from the official Austrian railways webpage since I had less than 12 hours before my train when I found the issue with my Trainline tickets. I will continue searching for a legal way of getting my not so much money back. This platform is a total scam.”

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Posted 2 years ago

“I am very upset with the service on this app. I selected an open return ticket specifically with a return date three days after the outbound date. On my return journey I was informed there are 2 types of open return of which the app only automatically selected the open return type for the same day which is not clear in either the app or email. due to an issue with the functionality and experience of the app selected this on my behalf, I am out of pocket, even when I had selected a date a few days after the outbound date. I will switch to another train ticket provider. Katie”

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Posted 2 years ago

“NEVER use this company. Go to the train operator direct, where you'll get a better customer experience, more control over your booking and a better price. I had issues with my booking that wasted 2 hours today with 3 different representatives, none of whom were properly trained or could understand the issues. I've since seen I could have saved 25% simply by going to the train operator (LNER) direct. Trainline, you are a disgrace and a complete rip-off. I booked with trainline in the past 24 hours, and found service disruptions being reported on the train operators site that trainline didn't advise me of at the time of my booking. Had I know about this I wouldn't have made alternative arrangements and travelled by car. Despite mis-selling the tickets they refuse to offer a refund. Now I just have to hope we get there at the expected time on the tickets we've purchased. Trainline's customer services all appear to be reading off scripts from an offshore call centre with 100s of people screaming in the background. They have no clue how to provide customer services. Looking at the reviews here would appear to confirm that. Next time I will give LNER my money direct. I spoke with their customer services and whilst their hands were tied over the (lack of) performance from trainline, who are just a reseller, LNER customer services could not have been helpful. I am looking forward to the day trainline goes bust as they add ZERO value as a middleman in the marketplace.”

Trainline 1 star review on 15th March 2022

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Posted 2 years ago

“I have ticket and I couldn’t make my journey, I have called the costumer service the were so unhelpful and the didn’t refund my ticket so I just lost £40 and at the end of the conversation he said let me talk to my manager and the end the call, they are so useless, guys do you need to book your ticket through them!”

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Posted 2 years ago

“Day before an intended journey, no admin fee to change ticket, Day of journey, ticket change suddenly costs £10 in "admin fees". This company is money-grubbing, benefiting from a monopoly on travel in the UK. Pricks.”

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Posted 2 years ago

“I ordered an over 60 railcard and made a mess of it out in wrong email address and ordered wrong one. I got onto messenger Trainline. Jamie sorted it out for me with ease. So I just wanted to say fantastic customer service and a big thank you to Jamie and Keith who helped with small problem today Andrea”

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Posted 2 years ago

Trainline is rated 1.2 based on 565 reviews